At times, the family of a patient may have questions about the quality of care that a family member is receiving. These concerns should be taken seriously — ignoring them increases the risk of a lawsuit. Moreover, don’t argue with the family, and avoid defending yourself, a coworker, the doctor, or the facility.

When family members question the quality of care, ask them to clarify what they believe to be the problem. Provide education about nursing routines, policies, procedures and, within the limits of confidentiality, the patient’s care plan. If the concern isn’t a nursing issue, help the family find the answers to their questions. Ask the doctor, nursing supervisor, or another appropriate person to speak with the family, if appropriate. Report all unresolved concerns about the quality of care to your nursing supervisor or manager.